Product Support
Support Agreement Comparisons
For additional information or to renew, contact sales@metalogix.com
Software Upgrades
Support Details
Metalogix provides phone support for Standard and Premium coverage. Twenty-four hour phone support is available for our premium customers with Severity 1 issues. Support can be reached at 202-609-9100 at any time.
The customer web portal provides an easy method to submit support requests to our support team. Customers with questions and issues that are not severity 1 can use the web portal twenty-four hours a day. Customers with severity level 1 problems should contact Metalogix first by phone. Support requests received from the web portal are responded to Monday through Friday 7am - 9 pm EST or 8 am - 7 pm CEST depending on your location.
Web portal support requests can be made quickly and easily at: support.portal.metalogix.com
Metalogix will use reasonable efforts to correct errors and provide resolution based upon the defined severity levels. Metalogix, assigns a severity level to the issues and responds accordingly.
The Software or a significant portion of the Software is inoperative and no workaround exists. Severity 1 is only assigned when a production or “live” environment is significantly found to be inoperable.
Severity Level 2 (High)
The Software is usable, but is functionally degraded or restricted in a significant way and no workaround exists. Assigning this severity level to a service request should be limited to situations where the normal operation of the system or a significant part of the system has been disrupted.
Severity Level 3 (Low)
The Software is usable but one or more functions may not operate as expected. This is a non-critical situation or one for which an acceptable workaround has already been provided.
Severity Level 4 (Product Enhancement, Feature Request or Annoyance)
The software is fully usable but an enhancement or feature request is being made or determined after analysis of the Customer problem. Metalogix will log the request for future consideration.
Severity 1 customers receive priority attention from the Metalogix support team. Customer with Severity 1 issues can be transferred directly to a support representative. We guarantee that response to beginning work on the problem will not exceed two hours for Premium support customers and two business hours for Standard support customers. All Severity 1 issues require a call into our dispatch center. Severity 1 issues have a well-defined escalation path to ensure issues are resolved in a timely fashion.
Severity 2, 3 and 4 response is dependent upon contract type. Our Premium customers will receive response within 4 to 8 hours with the Standard coverage being 8 business hours. Severity 2, 3 and 4 incidents are handled during normal business hours with issues being submitted either by phone or the web portal.
Incidents received from the customer portal are addressed during standard business hours. The calls are prioritized by severity levels and addressed accordingly. A case number and estimated time to support will be mailed once the call is reviewed. Additionally, customers can contact the support team using the phone numbers above.
Escalations automatically occur within the support team when a lack of progress is being made based upon severity and progress. When this occurs, the Level 1 support representative escalates the issue to the Senior or Lead Support Representative. The Level 2 Senior Support Representative will work on the problem towards resolution or immediately escalate to Level 3 Software Engineering.
Microsoft certification is important in the problem resolution process. A number of the Metalogix support staff are Microsoft certified which reduces call resolution time. Metalogix is proud to support our team members in achieving their certifications.
